Are you looking for an interesting new challenge at the cutting edge of technology with a growing multi-talented team? Are you a motivated, results-oriented team player? Do you appreciate the flexibility of working from home and find open-plan offices to be an anti-productive work environment?
If you are our next superstar Customer Support Lead, join Virtually Human in exploring the fringes of entertainment delivery for the next generation.
As the Customer Support Lead, you will be responsible for:
- Manage all flows of inbound customer requests and issues via email and community chat
- Identify and assess customers’ needs to achieve resolution
- Work with interdisciplinary teams (i.e. Engineering, Marketing, Creative), escalating issues and collaborating with appropriate parties to establish protocols on new processes
- Play a key role in gaining, analysing and reporting community sentiment/feedback
- Provide periodic support coverage for customer issues outside of business hours
- Possible occasional weekend coverage with flexibility during the week
- Answer customer support queries in a friendly, professional and timely manner via support platform
- Responding to user questions on our discussion forums (Discord/Telegram)
- Writing product guides on our community website and knowledge base to reduce common customer queries
- Working closely with our development team to help resolve customer issues
Requirements
- At least one year of technical support experience for online software
- Great written communication skills (your main communication channel will be written)
- A love for going above and beyond for customers and making sure they get the best experience
- Extremely organised, high attention to detail
- A positive can-do attitude, open to new and unexpected challenges
- Enjoys the fast-paced and wearer of many hats nature of working in a startup environment
- Experience with Sendgrid, Groove or newsletter engagement tools is a plus